We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Optometrist

Family Eyecare Center

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometrist.

Complaints

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Showing all complaints

Filter by

Complaint Status
Complaint Type

  • Initial Complaint

    02/11/2024

    Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    On September 25, 2023 I had a complete eye exam at ******** ****** ** *********** **. ******** does not sell eyeglasses. In early November 2023 I went to Family Eyecare Center in Danville, VA for eyeglasses. I told them I wanted a refraction and new lenses. I was told I had to have a complete exam. They asked for contact information for ******** ****** and I gave them all they needed to get a copy of my ******** eye exam. On the day of my appointment at Family Eyecare Center (Nov 16, 2023) I was taken into a room and was told they would take a picture of my ******. I told the lady I didn't need that and all I wanted was a refraction and new lenses. I was then taken to a room where the refraction was done and then to the optical department where I selected new lenses. I DID NOT have a complete eye exam, but ******** was charged $175 for a complete eye exam anyway. I called Family Eyecare Center and complained, but they did nothing about the $175. I want the $175 charge refunded and I want ******** and ***** (my Medigap insurer) notified of the refund.

    Business response

    02/12/2024

    Upon scheduling with our office for a refraction, the patient educated us that he had a recent exam and only needed to get a prescription for glasses. At that time, he was told that we would need a copy of his last exam in order to do a refraction only. The patient gave us information to ******** ******, and a request for exam information was faxed over on 11/3/2024. At the time of the patients exam on 11/16/2023, no records had been brought in by the patient, nor faxed over from ******** ******. As mentioned by the patient, he was taken into our pretest room, and educated that we would be doing a complete exam and refraction.  Due to legalities, we are unable to produce a refraction without documentation of an up-to-date eye exam that includes any eye diseases or complications that could affect the outcome of a refraction. Attached is the faxed request for medical records, with a time stamp of day sent, as well as a copy of the patients complete eye exam performed by Dr. ***** on 11/16/2023.

    Customer response

    02/12/2024

    I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. On 2/12/24 at 12:19 pm I called ******** ******.  They will re-send my records to Family Eyecare Center. Regards, ******* **********

Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

BBB Rating & Accreditation

A+

This business is not BBB Accredited

Search for Accredited
Businesses in this category

Years in Business: 12

Customer Reviews are not used in the calculation of BBB Rating

Overview of BBB Rating

Contact Information

415 Piney Forest Rd

Danville, VA 24540-4044

Visit Website
(434) 793-2020

Customer Complaints Summary

1 total complaints in the last 3 years.

0 complaints closed in the last 12 months.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.